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Unit 32 Quality management in Business

Identify
and define key quality issues in terms of efficiency, service delivery, service
levels, customer satisfaction and resourcing.

Quality is a relative concept and
related to the delivery of product or services to the consumer segment of
business. Quality would depend upon achieving the customer desired satisfaction
level with the product or service delivered. There can be several issues with
the quality for the products or service delivered and issues may include such
as efficiency, service levels, service delivery, resourcing and customer
satisfaction. Issues in internal service quality of an organization would be
related to the service delivery, service level and efficiency. Efficiency in
the organization would measure the way in which resources such as time, effort
and money has been used so as to attain the desired objective (Munro, 2002). An organization may face quality
issues wherein low efficiency would be attained against the desired set. Service
delivery shows the process adopted by organization to deliver its services to
consumers. There can be issues with service delivery in terms of time delay or
higher price. Level of service indicates the consumer perception for service
delivery and depending upon services delivered by organization issues would be
identified in service levels. Customer satisfaction represents the comparison
of actual value delivered to consumers against the expected value through
service or goods delivered to them. Service delivery made with lesser benefits
to consumer would result into lower customer satisfaction levels. Resourcing
defines the implementation of resources for the organization so as to meet
their objective of satisfying customer with delivered services.

Task
1.2

Review
processes of inspection and assurance in mapping of call-flow of the
organisation.

Inspection and assurance can be
considered as the tools for measuring quality through the business operations.
These tools are able to ensure that benchmark for the quality has been attained
in the organizational environment (Rose, 2005).
Tools such as inspection and assurance can be implemented in order to ensure
benchmarking process for call flow system in the present context. Inspection
can be done in order to review the performance level for mapping of call flow.
Inspection process would involve evaluation analysis and gauges applied for the
call flow in organization. This would ensure the quality of call mapping
process in organizational context. Quality assurance would ensure the
continuous monitoring of different aspects for call mapping process. This would
also ensure that grade levels are maintained for the call mapping process.

Task
1.3

Identify
a range of approaches to quality management and explain the similarities and
distinctions between various methods in the context of contact centre management.

There are basically three quality
management tools which can be applied in context to contact centre management
organization and these are quality circle, lean tool and Kaizen. In addition to
this cost of poor quality present one of the major quality management approaches
which contain three aspects which are quality control, quality planning and
quality improvement (Paul, 2008).
There are major three authors providing approaches to quality management and
these are Deming, Juran and P Crosby. Similarity and differences in their
approaches can be given as under:

§Consumer demand standards: According
to Deming and Juran customer is the centre of the production system. According
to Crosby demand standards depends upon certain specifications and these specification
are not the vague measurement.

§Quality improvement responsibility:
According to Deming responsibility for quality improvement is decided from the
board room. As per Juran quality should reflect the fitness for use and top
management’s involvement is important in quality improvement initiatives.
According to Crosby quality which can give zero defects can be constituted by
developing processes in accordance to that from the top management.

§Quality goals: According to Deming
goal of quality is to meet consumer need and make continuous improvement. Juran
suggests that quality should continually improve while Crosby states that quality
can be developed through zero defect construction.

Task-2

Task
2.1

Explain
what is meant by customer satisfaction and how the organization can understand
the customers and their needs. Discuss the pros and cons of elements like:
responding to customer demand, customer expectations, meeting or exceeding
customer expectations, value for money, added value, repeat custom, etc.

Customer satisfaction would be defined by the
level of benefits derived by consumers from the products & services
delivered by an organization. An organization can attain higher customer
satisfaction by correctly responding to consumer demand (Cianfrani & West, 2009). Responding to customer demand would enhance
customer satisfaction while limitation for responding to consumer demand would
be to make changes in the product developed by organization. Customer
expectation need to be match with value delivery in order to enhance consumer
satisfaction and limitation for higher consumer expectation would create
problems for the organization. Meeting or exceeding customer expectation would
improve customer satisfaction level while exceeding customer expectation would
require higher expenditure for the organization. Value for money UNIT 36: EMPLOYMENT LAW